If you have paid for us to set up the process through our set up service we will now contact the business in order to invite them to take part and put forward details of your complaint. We will ask them to respond within 7 working days to the proposal to resolve the complaint or to use the ADR process.

Please let us have details of the person or business so that we can contact them.

If they do not agree to take part, we will let you have a certificate to show to the Court that they have acted unreasonably which may be useful when it comes to the end of Court proceedings.

Payment for the set up service is deducted from the cost of the ADR process if the other party is willing to use alternative dispute resolution.

Please note that this service is not part of the approved ADR Process under the Alternative Dispute Resolution (Competent Authorities and Information) Regulations 2015.

What is Click2Resolve?

Click2Resolve is an authorised dispute resolution service run by ProMediate designed to deal with Consumer Disputes, which means any dispute with a business about the sale of goods or services, including:

travel – holiday that went wrong

builders – the patio was laid incorrectly

vehicle – your motorhome is leaking

internet dating – your date wasn’t vetted

restaurant – your night out was ruined

kitchen/bathroom/bedroom- it wasn’t fitted correctly

shop purchase – you just aren’t happy with the item you bought

online purchase – from 1/1/2016 all businesses must include a link to the ODR platform

It has been certified by the Chartered Institute for Trading Standards:

….With Click2Resolve it is easy to resolve consumer disputes.

Six short steps to sorting out your complaint:

1. Make your complaint to the business.

2. If you remain unsatisfied, submit a Complaint Form and any documents (and make payment for the service) to ProMediate.

3. The business will submit its Response Form and any documents (and make its payment for the service)

4. ProMediate will allocate a mediator to try to sort out the dispute.

5. The mediator will contact you and the business and try to resolve the complaint within 28 days.

6. Dispute resolved/not resolved – If you reach an agreement the mediator will set this out in writing.

Simple!

Cancellation Terms are set out below.

Payment for mediations by consumers is a nominal charge per complaint based upon the value of the item or service in dispute as set out below:

Value of dispute

Businesses also pay a fee for using our service:

Value of dispute

Mediation Set up Service – What if the business isn’t responding?

We need the other party’s consent in order to proceed with the mediation process. If this has not yet been received, we can contact the business or consumer for you using our mediation set up service.

We will contact the business or consumer for you and offer to mediate the dispute.

We can also make a “without prejudice” offer to resolve matters for you.

If the business or consumer refuses to use mediation or ignores our offer to mediate, within 7 working days, we will produce a certificate for you to show to the Court and to demonstrate unreasonable conduct by the other party which may mean that the Court will penalise them in costs. If they do agree and pay their fee, we will conduct the mediation process.

Payment for the set up service is deducted from the cost of the ADR process if the other party is willing to use alternative dispute resolution.

Please note that this service is not part of the approved ADR Process under the Alternative Dispute Resolution (Competent Authorities and Information) Regulations 2015.

We charge the following fees for contacting the other party in this way:

£25 plus VAT for complaints up to £1000 in value. £50 plus VAT for complaints over £1000

Cancellation Terms are set out below.

This is really their last opportunity to resolve the complaint without Court action.

Click2Resolve is an independent alternative resolution service which has been set up to resolve disputes between customers and businesses.

Click2Resolve is a trading name of Promediate (UK) Limited which is a registered provider with the Civil Mediation Council and is a certified ADR Body, authorised by the Chartered Trading Standards Institute.Click2Resolve is designed to conciliate disputes that have not been resolved through businesses’ customer service teams.Click2Resolve ADR officials are set out on the ProMediate website listed under “Our ADR Officials.”We deal with domestic and cross border disputes between businesses and consumers, with a limit in value of £10,000 which is the current UK Small Claims limit.The procedural rules, the preliminary requirements that have to be met and the principles which apply and the grounds for refusing to deal with a given dispute are set out in the Guidance documents.The language for complaints to be received and in which the procedure is conducted by Click2Resolve is EnglishThe parties to a dispute who agree to use Click2Resolve alternative dispute resolution procedure can withdraw at any stage and no costs can be claimed. The average length of each procedure is yet to be established, but will be within 90 days. Click2Resolve aims to conclude the process within 28 days of a complaint being registered.The process has no legal effect until any agreement is reached when the agreement will become binding. If no agreement is reached, then the mediator will issue a case summary containing a record of any offers made and a proposed solution for consideration by the parties, which they are free to accept or reject. This case summary will have no legal effect, except that if the parties engage in Court proceedings they will be able to refer to the case summary at the conclusion of the Court process to demonstrate whether they have reasonably engaged in ADR and the Court may have regard to this when it comes to considering whether to award any costs to any party to the litigation, with reference to conduct.The process is conducted by written means, although the mediator may contact the parties and conduct proceedings orally by telephone if this speeds up resolution of the complaint.

The annual activity report will be published here.

The Click2Resolve Dispute Resolution Method
Click2Resolve mediates disputes between the customer and business where they have reached a state of deadlock.
The process is entirely voluntary until any settlement is reached between the parties and nothing exchanged between the parties or offered by way of resolution can be relied upon in Court as it is without prejudice, until any agreement is reached.
If and when an agreement is reached, this will be binding on the parties. Otherwise, Click2Resolve will confirm that the matter has not settled.

If the business has signed up to it, the matter will be referred to the General Adjudication Service for a decision.

At any stage, the parties are free to withdraw from the process and pursue their claim through the courts.

The Click2Resolve Process

1. The Customer receives notification from the business that a complaint cannot be resolved through the business’ complaints procedure and that the nominated ADR Provider is Click2Resolve or Promediate (UK) Limited.

2. The Customer registers the complaint with Click2Resolve by downloading the complaints form and emailing this and supporting documents to ProMediate or alternatively posting this and supporting documents to ProMediate’s registered office.

3. Click2Resolve will notify the business and the Customer when the complaint documents are received and notify them of the mediator allocated to deal with the case. The mediatior will request a response to the complaint from the business and supporting documents.

4. Click2Resolve will notify the parties to the dispute as soon as it has received all the documents containing the relevant information relating to the dispute constituting the complete complaint file.

5. Click2Resolve will conciliate between the parties, by email and/or by telephone, to try to resolve the dispute.

6. If any party puts forward an offer to the other during the process, before expressing their consent to any proposed solution or amicable agreement, the other party is allowed a reasonable period of 5 days to reflect upon it.

7. If no agreement is reached within 28 days, the mediator will issue a confirmation in writing. The parties can extend the mediation period if both of them agree and pay another fee.

Contact Details

Click2Resolve is a trading name of Promediate (UK) Limited Company Number 09328473 registered office address Brow Farm Top Road Frodsham WA6 6SP.
enquiries@promediate.co.uk

Cancellation Terms

The Service involves contacting the other party to invite them to mediate and if they agree ProMediate will mediate the dispute if the other party pays their fee, and if they do not agree then we will issue a certificate.
ProMediate (UK) Limited of Brow Farm Top Road Frodsham Cheshire WA6 6SP

telephone number 02036213908

email address enquiries@promediate.co.uk

The address which complaints should be sent to is the same as above.

The contract may be cancelled within 14 days without giving any reason or incurring any liability during the cancellation period.

However if you ask us to start work within the cancellation period, and to contact the other party or mediate with them, you will be responsible for paying us the reasonable costs of the service.

There are no cancellation rights for services if you ask us to start work in the cancellation period and we have completed the retainer.

Please see attached cancellation form.

Cancellation

You have the right to cancel this contract within 14 days without giving any reason unless you have requested us to start work by contacting the other party or mediating within the 14 day period. The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform ProMediate (UK) Limited of Brow Farm To Road Frodsham Cheshire at enquiries@promediate.co.uk telephone number 02036213908 of your decisions to cancel this contract by a clear statement (eg a letter sent by post, fax or email). You may use the attached model cancellation firm, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of your right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement*.

If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated to us your cancellation from this contract, in comparison with the full coverage of the contract.

*The exception is credit card transactions, where the reimbursement can only be made to the originating card.

To ProMediate (UK) Limited of Brow Farm Top Road Frodsham Cheshire WA66SP enquiries@promediate.co.uk telephone 02036213908
I/We [*] herby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/ for the supply of the following service [*],
Ordered on [*]/ received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.

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